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1、COMMUNICATION,“Communication is one of the most persuasive, important, and complex aspects of human life.” (Littlejohn, 2002, p.3),1,COMMUNICATION OR ONLY INFORMATION?,2,3,4,5,6,7,8,9,10,11,SENDER CHANNEL RECEIVER,SENDER CHANNEL RECEIVER RECEIVER - CHANNEL - SENDER,INFORMATION: is the content of a m
2、essage, the sensations we receive from the medium in which we find ourselves. It is composed of 3 parts: COMMUNICATION: is the action of transmitting information. Its components are.,A good professional of the hospitality industry has to be good at communication through technology and at interperson
3、al communication, that is why we will study what kinds of communication there are and how to be good at them. In hospitality activities different models of communication are used according to each situation taking into account: The objectives The people involved in the process The context Communicat
4、ion with the client has to be bidirectional, there has to be a feedback, the client has to be a receiver but also a messenger. This means that the most important thing is to listen!.,All communication has information but not all information is communication.,12,1. 8 ELEMENTS OF COMMUNICATION 1.SENDE
5、R: the person who transmits a message, the subject of the communication 2. RECEIVER: the person who receives the message. 3.MESSAGE: the content of the transmission. Some times it can be distorted for multiple reasons; that is why we have to try to transmit messages in a positive way even though the
6、ir content is negative. Ex1. Positive way: “we will find a solution to your problem.” Negative way: “Your problem has no solution.” Ex2. Positive way: “you wont loose anything trying to do it.” Negative way: “anything you do will be useless.”,13,4. MEDIUM or CHANNEL :this is the instrument we use to
7、 establish communication. i.e. radio, tv, internet, etc.,5. NOISE, OBSTACLES, BARRIERS: something or someone that makes communication unsuccessful or impossible. I.e interferences when talking on the phone, someone interrupting a conversation between two people, or when one of the two people involve
8、d in the communication is thinking of something other than what the second person is saying.,6. CODE: the group of symbols used to transmit a message. It is important to choose the correct code in order to have a good communication according to the receiver. The language is a code, if our client spe
9、aks English we must choose the English language as a code in order to achieve a good communication.,14,7. ENCODING AND DECODING: (Stuart Hall) This is the process by which a message is understood.,8.FEEDBACK: This is the response of the receiver,15,Here the elements of communication are a) Source: A
10、s brain b) Sender: the transmitting device that A uses to communicate with B (e.g. mouth, hands, eyes, gestures etc.) c) Message: the idea or thought conveyed by conversation, expression etc. d) Channel: the medium through which the message travels (e.g. air, sound waves, light waves etc.) e) Receiv
11、er: The receiving device used by B to receive the message (e.g. Bs eye, ear etc.) f) Destination: Bs brain g) Feedback: the response from B h) Noise source: the words or actions of person C that interrupts the communication between person A and person B,Model of communication According to Claude Sha
12、nnon (1916- ), the basic elements of any general communication system includes the following: a) Source b) Sender c) Message d) Channel e) Receiver f) Destination and g) Noise source,An Illustration: Let us consider that person A and person B are communicating with each other. Person C interrupts th
13、e communication between A and B (illustrated in figure 1),16,COMMUNICATION FOR CUSTOMER SERVICE.,INTERACTIVE COMMUNICATION: in customer service there are 2 main functions of communication: 1. DIRECT INFORMATION SERVICE. In this situation informants (senders) need the client to be communicative and c
14、apable of expressing his/her needs clearly. You can use different mediums, from words to written documents or Internet. 2. COMPLAINTS AND ENQUIRIES SERVICE In these situations it is important to establish a verbal communication and that the data and documents of the case are registered in written la
15、nguage.,Someone who wants to work in a hotel has to take into account that establishing a clear, fluent and appropriate communication is fundamental to obtain good results. Establishing the right channels in the customer service department is one of the most important tasks of the service.,17,2. TYP
16、ES OF COMMUNICATION according to the sense used There are 3 senses implied in the communication process: Vision hearing touch. Taste and smell can also be considered. Also we have to consider common sense, which is the most important for customer service. Therefore we can establish 4 types of commun
17、ication:,18,1. Auditory communication. Messages are perceived through the sense of hearing. Words, music, sounds and noises take part in this type of communication. In the hospitality sector we can establish auditory communication through different media according to activity and objectives: Direct
18、conversation or face to face communication Phone conversation Radio broadcasting, etc.,19,2. Visual communication. Messages are perceived through sight. Sign, gestures and images are very important when communicating. There are different media:,Letters Contracts. Labels Slides, etc.,Complaint forms,
19、Invoices,Leaflets,20,3. Tactile communication Messages are perceived through the sense of touch. Affection is conveyed through tactile sensations. Shaking hands or tapping someones shoulder can have positive or negative effects, so it is necessary to be very respectful in this matter and know cultur
20、al conventions. There are different mediums:,Braille Touching someone, etc.,Greetings at meetings and negotiations,21,4. Multichannel communication Messages are perceived through different senses at a time. There are different media through which this is possible: Tv Video Computer,22,CHANNELS OR ME
21、DIUMS OF COMMUNICATION,23,3. TYPES OF COMMUNICATION according to the people involved Human communication is the field dedicated to understanding how people communicate. It may be broadly classified as, a) Intrapersonal Communication : people communicating among themselves (e.g. daydreaming, reading
22、aloud) b) Interpersonal Communication: people communicating with others. c) Group Dynamics: communication within groups d) Organizational Communication: Communication within an organization e) Cross cultural communication: Communication across cultures,24,An analysis: From the illustration and the l
23、isted components of communication, it can be interpreted that communication is not just what we say. Communication may occur by means of conversations, expressions, gestures or visual sense. But effective communication occurs only when the three important aspects of communication are in the right pr
24、oportion : 1) visual (used in seeing: the visual sense) 2) audio (pertaining to, or employed in the transmission, reception, or reproduction of sound) and 3) kinesics (the study of body movements, gestures, facial expressions, etc., as a means of communication) Therefore, in general, human communica
25、tion may be defined as,“the process in which all of the three important aspects of communication are involved in the right proportion, in order to exchange information between humans in an effective manner.”,25,According to Dr. Steele, the precondition for lies in effective communication. The 7 prec
26、onditions for success: (Dr. Steele, 2006) 1.Pay Attention: Always pay attention when someone communicates. 2. Mutual Needs: All Communication is based on mutual needs. 3. Circular communication All communication is circular in nature.( e.g. Giving feedback based on actions or deeds) 4. Communication
27、 is language based: For example, in the field of technology we may have a problem where the managers do not understand technical jargon. 5. Purpose: It is necessary to know the purpose of communication in a conversation. Knowing the purpose provides a better focus. 6. One needs to be cooperative but
28、 not competitive 7. Human communication is an art and not a science.,success,26,4. Business Communication techniques for effective communication,WHEN COMMUNICATING WITH A CUSTOMER, THE SENDER HAS TO: Think before speaking, establish a logical path. Express yourself in a clear and correct manner taki
29、ng into account the recievers characteristics: language, cultural position, etc. In order to choose the correct code. Always use positive forms of expression, do not be pessimistic, be ASSERTIVE. Emit one message at a time, do not mix contents. Do not give more information until you know the receive
30、r has understood your last message. Use, in each case, the right channel to establish communication. Avoid “bad vibrations”, avoid noise sources that can make communication difficult to establish. In interpersonal communication always choose a close way of communciation. It is better to smile and gi
31、ve confidence to the client (keeping distance),27,THE RECEIVER HAS TO: Avoid losing the message; pay attention and try to understand what it means. If necessary, Inform the sender that his/her message has not been conveyed so that he/she can clarify it. Ask for an explanation from the sender of the
32、message about things which are unclear. Aknowledge that his/her message has been received.,28,Corresponding with your customers is useful in: Giving information about events we may organize. Sending information about campaigns. Writing an apology. Sending leaflets or catalogues. Informing him/her ab
33、out the results of any procedures he/she may have asked for. Sending forms. Etc.,A. CORRESPONDENCE:,29,TIPS FOR WRITING LETTERS,When writing a letter we have to take into account: The reason for the letter. The objectives of the letter. Information about the receiver/s Organizing your ideas about wh
34、at you want to say and how. Write in a clear manner, avoiding difficult sentences. You must include 4 parts: a. Introduction, to capture the receivers attention. b. The body which explains why are you writing. We must adopt the receivers prespective. It is better to give first the bad news and the g
35、ood news last. c. The conclusion in accordance with the body of the letter. d. The closing with a final sentence, i.e. “looking forward to” Read and chek your draft. Personalize your letter. Register it. Send the letter through the appropriate channel: urgent mail, registered mail, regular mail, etc
36、.,30,B. telephoning,When speaking on the telephone you should take into account: When you call: Make sure we have the right number noted down. You should often update directories. Have documents, information and arguments ready. Pick up the phone, wait for the tone, dial the number , identify yourse
37、lf and your company and ask for the person or department you want to talk to. Allways identify yourself and your company first. Identify the person you are talking to. If we dont talk to the person we wanted to, note down name and position of the person we are speaking with. It is useful to have a n
38、otebook for registering your calls. Some companies use forms for this purpose.,31,When you answer the phone: Pick up the phone and identify yourself and your company, i.e “Hotel Royale, Maria Gonzalez speaking, how can I help you?” Your tone of voice must be positive. The person calling us should fe
39、el that we are glad to receive his/her call. If the person the caller wants to speak to is not available, you must note down the message and let the caller know that you will pass on his/her message. If we have to note down names and surnames, check spelling to avoid mistakes.,32,C. THE INTERVIEW,In
40、 a customer service job we will often use this technique. If there is a previous appointment: Make sure you know the name of the person or people that will come to the interview, position and institutions to which they belong. Search complementary information about the institution. Make sure you kno
41、w the Interview objectives. If there is no previous appointment: Ask for the visitors business card. Listen to his/her proposal. Make a fast evaluation. Do not make any decisons on the move. Study the case carefully and engage in giving an answer in a stated period of time. If you are in a customer
42、service position. Say hello to the person we are assisting. Identify him or her and identify yourself. Listen carefully to understand the reason for the query. Ask for any explanations necessary to understand it fully. If possible, offer an answer inmediately, otherwise give a time limit to offer an
43、 answer. Note down the result of the interview on a card including the data of the visitor and the reason for the visit. Say goodbye politely.,33,34,D. PRESENTATIONS,TIPS If you have a free choice of topic - choose a subject you know well. At the end of your presentation, you will be asked to answer
44、 additional questions, so it helps if you are knowledgeable about, and comfortable with, your subject area. Think about your audience - how you can keep their attention? Pitch the content of your presentation at the appropriate level for your audience. Structure your presentation well and stick to i
45、t - make sure there is a clear introduction, a body and a conclusion. Assessors will be looking for a well-structured talk, with a logical flow and a clear beginning, middle and end. Do not cram too much onto your slides - just use bullet points and key words. You want your audience to listen to wha
46、t you are telling them, not just to read ahead. Liven up your slides with pictures, photos, graphs and where appropriate. Do not go into too much detail - be clear and concise and keep to time. At the beginning - remember to introduce yourself and your presentation confidently at the beginning, Do n
47、ot read from a prepared script - glance briefly at notes or prompt cards instead. Practice beforehand - if you can, and familiarize yourself with the AV equipment. At the end - be sure to end your presentation confidently, rather than coming to a dead stop when you run out of things to say. Even if
48、you are nervous and glad to have got it out of the way, make a brief and clear conclusion, summarizing what you have presented and then say something like: That concludes my presentation. Thank you for listening. Are there any questions?,35,Useful expressions for presentations,1. ELEMENTS OF COMMUNI
49、CATION,Messenger (Source) Receiver (Destination) Message Medium or Channel Noise source Code Encoding/Decoding Feedback,2. TYPES OF COMMUNICATION according to the sense used,Auditory Visual Tactile Multichannel,3. TYPES OF COMMUNICATION according to the people involved,a) Intrapersonal b) Interpersonal c) Group Dynamics d) Organizational e)Cross cultural,COMMUNICATION,0. INFORMATION,4. TECHNIQUES FOR EFFECTIVE COMMUNICATION,CORRESPONDENCE TELEPHONING INTERVIEWS PRESENTATIONS,36,Her